[access-uk] Re: An O2 story with lessons to be learned
- From: "Mann, Madleen" <Madleen.Mann@xxxxxxxxxxx>
- To: <access-uk@xxxxxxxxxxxxx>
- Date: Thu, 24 Feb 2011 12:10:04 -0000
Very well done jackie I'm glad you got the iphone in the end! I hope you'll
like it!
Madleen Mann
RNIB Customer Sales and Support/Technology
105, Judd Street
London
WC1H 9NE
t: 0207 391 23 08
E: madleen.mann@xxxxxxxxxxx
RNIB's Talking Books Service is a lifeline for thousands of blind and partially
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-----Original Message-----
From: access-uk@xxxxxxxxxxxxx [mailto:access-uk@xxxxxxxxxxxxx] On Behalf Of
Carol Pearson
Sent: 24 February 2011 12:08
To: access-uk@xxxxxxxxxxxxx
Subject: [access-uk] Re: An O2 story with lessons to be learned
Well done, Jackie, for your perseverance.
A question springs from your account, which maybe others can answer if you
can't.
If I am offered an IPhone 4 as an upgrade by O2, is the IPhone in any way
branded/changed for O2 which would limit any future use with another phone
provider, should I ever go down that route?
I hope this isn't considered too much of a hypothetical question but, while
I get the point that Nokia phones are branded/unbranded, I'm not sure what
happens with regard to IPhones in this respect. As they're all Apple, I'm
thinking that this is where things differ. No doubt someone will put me
straight! <Smiles>
--
Carol P
---- Original Message ----
From: "Jackie Cairns" <jackie.cairnsplace@xxxxxxxxxxxxxx>
To: <access-uk@xxxxxxxxxxxxx>
Sent: Thursday, February 24, 2011 9:23 AM
Subject: [access-uk] An O2 story with lessons to be learned
>I hope the moderator will forgive a long post, though I
> will try to make it as brief as possible given it is a
> complex story that requires the major points only for
> this purpose.
>
> In December, I switched from Vodafone to O2 because I get
> a better signal with O2 over here. I was reluctant to do
> so as I had been with Voda for many years, but I got a
> decent Simplicity tariff from O2, and that was fine.
>
> Unfortunately, however, when I went to replace a SIM card
> in my N82, the holder in which it sits came off in my
> hand, and I was unable to put it back, so therefore
> couldn't get the card to lie in its slot so it could
> connect.
>
> I took the phone to my nearest O2 dealer, explained what
> had happened, and specifically requested they did not
> touch the software on it, merely repaired the SIM card
> holder. They knew it was an unlocked and unbranded
> phone. Now this is a very important point.
>
> One week or so later, their Repair Centre rang to say
> that the phone could be fixed if I was willing to pay
> £28.81. I asked if the SIM card holder had been fixed,
> and that everything else on the phone was as I had left
> it, that is, Talks etc. They said it was, so I paid the
> fee.
>
> When the phone came back a week later, I was shocked to
> discover an N86, locked and branded to O2, sitting in a
> flimsy box. I contacted the store and Repair Centre at
> this point. I was told that O2 do not accept unlocked
> and unbranded phones for repair, and that mine had either
> been lost, destroyed, or flashed, meaning my software had
> been wiped.
>
> A very long and drawn out period then ensued. The Store
> Manager, who had been initially very helpful, suddenly
> went on leave following a bereavement, and his Area
> Manager took over, a less helpful person. I refused to
> accept the N86 given it was locked, branded and
> refurbished, and didn't even come with a charger which is
> different to that on an N82 anyway.
>
> I sought legal advice, and that got things going in my
> favour. Yesterday, the Area Manager received the letter
> I had been advised to write and copy to various
> departments of O2, so they were willing to listen to
> reason. Glenn Tookey at S and S had given them costings
> for an N82 that he still has a few of, plus putting Talks
> onto a phone etc, but they weren't really interested.
>
> During a conversation I had with the Area Manager
> yesterday, where I advised him he had to settle the
> dispute within 14 days, he said he wished he could give
> me any handset, but was limited in what he could offer.
> He happened to say: "I'd give you an iPhone, Blackberry,
> anything if it was helpful to you". When he said iPhone,
> I decided instantly that it would be my best route. I've
> always resisted going down that road, and am happy with
> my iPod Touch. But when he offered me an iPhone fourth
> generation 32GB, with my current Simplicity tariff plus
> an extra five quid for an unlimited data plan, I took it.
> He didn't know about VoiceOver, and wondered how a blind
> person would use an iPhone, which is why he'd never
> offered me one in the beginning. I explained how it
> works, and that Apple has a commitment to accessibility.
>
> So everyone, the moral of this story is that if you have
> problems with an existing Nokia phone which contains your
> Talks or K-Reader software, don't assume it will go to
> Nokia to be repaired as I did. Don't also assume that a
> carrier like O2 will accept an unlocked or unbranded
> handset, because they don't. And be prepared for a
> run-around if it goes wrong.
>
> I am not keeping too well at the moment with my back, and
> this took a lot of energy and stress to deal with. But I
> made O2 give me something suitable in the end. I could
> have stuck with the refurbished N86, but I already have
> an N86. I felt that taking the iPhone for £20 a month on
> my current tariff with the inclusion of unlimited WiFi
> and Hotspots, 600 minutes and unlimited texts on a SIM
> only contract was the best I could get.
>
> So, as my iPhone is coming within the next few days, I'm
> going to join those of you who are working your way
> through the steep learning curve to use it. An iPod Touch
> is one thing, but an iPhone is a bit more than that, so
> I'll certainly welcome any help if I shout for it.
>
> Sorry for such a long rant, but there are things worth
> noting as I've discovered over recent weeks.
>
> Kind Regards,
>
> Jackie Cairns
> J&M Work-Ability
>
> jandm@xxxxxxxxxxxxxxxxxx
> www.work-ability.co.uk
>
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